Comments for Ragsdale’s Eye on Service http://jragsdale.wordpress.com Mon, 28 Dec 2009 18:04:22 +0000 http://wordpress.com/ hourly 1 Comment on SAP CRM: Momentum followed by innovation by CRM Watchlist 2010 – Part I http://jragsdale.wordpress.com/2009/10/27/sap-crm-momentum-followed-by-innovation/#comment-7622 CRM Watchlist 2010 – Part I Mon, 28 Dec 2009 18:04:22 +0000 http://jragsdale.wordpress.com/?p=520#comment-7622 [...]  From a CRM standpoint there are several products of importance that come from B.O.  First their integration of Twitter with Business Insight which provides a strong sentiment analysis/text analysis of meaningful Twitter streams and attaches [...] [...]  From a CRM standpoint there are several products of importance that come from B.O.  First their integration of Twitter with Business Insight which provides a strong sentiment analysis/text analysis of meaningful Twitter streams and attaches [...]

]]> Comment on Threatening Customers–A Poor Tactic to Raise Customer Satisfaction by Trucks Australia http://jragsdale.wordpress.com/2008/07/08/threatening-customers-a-poor-tactic-to-raise-customer-satisfaction/#comment-7620 Trucks Australia Tue, 22 Dec 2009 04:32:48 +0000 http://jragsdale.wordpress.com/?p=163#comment-7620 This is a great topic and shows some of the problems when there is aunrealistic focus on a simple score. Some manufacturers financially penalize their dealers for anything less than 100% scores on satisfaction surveys. The manufacturers then have a financial incentive (arguably unfair) to get customers to complain and I have seen some where the survey is worded in the negative to try and increase the number of customer complaints. Especially when some customers' dissatisfaction is caused by the manufacturer (e.g. parts unavailable), the dealer feels somewhat justified in trying to just 'tick the boxes' with survey scores. This is a great topic and shows some of the problems when there is aunrealistic focus on a simple score.

Some manufacturers financially penalize their dealers for anything less than 100% scores on satisfaction surveys.

The manufacturers then have a financial incentive (arguably unfair) to get customers to complain and I have seen some where the survey is worded in the negative to try and increase the number of customer complaints.

Especially when some customers’ dissatisfaction is caused by the manufacturer (e.g. parts unavailable), the dealer feels somewhat justified in trying to just ‘tick the boxes’ with survey scores.

]]> Comment on Gartner and AMR: Shrinking Demand for IT Advisory Services by Allen Bonde http://jragsdale.wordpress.com/2009/12/07/gartner-and-amr-shrinking-demand-for-it-advisory-services/#comment-7618 Allen Bonde Wed, 16 Dec 2009 17:40:46 +0000 http://jragsdale.wordpress.com/?p=547#comment-7618 This is a really interesting topic, and one I've been thinking about for a number of years after leaving Yankee back in (yikes!) 1997 - glad you started this thread John! In addition to the reasons listed for the decline in demand for IT advisory services from the "big boys," let me add 2 more: 1) the impact of the Web, blogging and other user-generated content. Back in the day, analyst firms held most of the data on vendors, spending etc. You paid not only for advice but for access to this research. Now, with the Web, research from trade pubs and groups like TSIA, etc, there are many more choices - some of them free! 2) lack of agility, and missing the boat on "new" topics. The "big boys" have a mixed track record spotting trends that are not mainstream and quickly shifting resources to cover these areas. This was absolutely the case when the Internet hit, and Gartner et al were slow to add coverage, and groups like Jupiter, Zona, Extraprise filled the gap. There is also the shift from research to consulting in the large firms - a necessity to make up for shrinking sales of subscriptions, but also a shift that put analysts in competition with a broader range of consulting firms. I think both of the factors above are apparent today with the coverage of social media. Yes, some large firms get it, but look at all the bloggers, spin-off/specialty firms (like Altimeter), other alternative channels etc. that are taking the lead in covering this topic. Of course with the Web, social networking, mobile computing etc, the "virtual" analyst or consulting firm can be just as connected and can still own topics like the big guys, with more flexibility and less overhead vs. traditional firms. I'm banking on this as I spin up Evoke CRM! Would love your thoughts! Allen www.twitter.com/abonde This is a really interesting topic, and one I’ve been thinking about for a number of years after leaving Yankee back in (yikes!) 1997 – glad you started this thread John!

In addition to the reasons listed for the decline in demand for IT advisory services from the “big boys,” let me add 2 more:

1) the impact of the Web, blogging and other user-generated content. Back in the day, analyst firms held most of the data on vendors, spending etc. You paid not only for advice but for access to this research. Now, with the Web, research from trade pubs and groups like TSIA, etc, there are many more choices – some of them free!

2) lack of agility, and missing the boat on “new” topics. The “big boys” have a mixed track record spotting trends that are not mainstream and quickly shifting resources to cover these areas. This was absolutely the case when the Internet hit, and Gartner et al were slow to add coverage, and groups like Jupiter, Zona, Extraprise filled the gap.

There is also the shift from research to consulting in the large firms – a necessity to make up for shrinking sales of subscriptions, but also a shift that put analysts in competition with a broader range of consulting firms.

I think both of the factors above are apparent today with the coverage of social media. Yes, some large firms get it, but look at all the bloggers, spin-off/specialty firms (like Altimeter), other alternative channels etc. that are taking the lead in covering this topic.

Of course with the Web, social networking, mobile computing etc, the “virtual” analyst or consulting firm can be just as connected and can still own topics like the big guys, with more flexibility and less overhead vs. traditional firms. I’m banking on this as I spin up Evoke CRM!

Would love your thoughts!

Allen
http://www.twitter.com/abonde

]]> Comment on Why the Airlines are doomed unless they adopt Value Added Service by Harry http://jragsdale.wordpress.com/2008/12/29/why-the-airlines-are-doomed-unless-they-adopt-value-added-service/#comment-7616 Harry Tue, 15 Dec 2009 09:40:08 +0000 http://jragsdale.wordpress.com/?p=297#comment-7616 hehehe hehehe

]]> Comment on Why the Airlines are doomed unless they adopt Value Added Service by Harry http://jragsdale.wordpress.com/2008/12/29/why-the-airlines-are-doomed-unless-they-adopt-value-added-service/#comment-7615 Harry Tue, 15 Dec 2009 09:39:26 +0000 http://jragsdale.wordpress.com/?p=297#comment-7615 ok.great.cheers want to go for a beer? ok.great.cheers want to go for a beer?

]]> Comment on Gartner and AMR: Shrinking Demand for IT Advisory Services by jragsdale http://jragsdale.wordpress.com/2009/12/07/gartner-and-amr-shrinking-demand-for-it-advisory-services/#comment-7611 jragsdale Tue, 08 Dec 2009 15:11:12 +0000 http://jragsdale.wordpress.com/?p=547#comment-7611 Thanks for chiming in Erin. Excellent point on innovation. 24% of my inquiries over the last year were about CRM (incident management, entitlement, integrations to KM, etc.), and it is increasingly difficult to pick a 'best fit' vendor when products are so similar. Even the UIs are becoming indistinguishable. Thanks for chiming in Erin. Excellent point on innovation. 24% of my inquiries over the last year were about CRM (incident management, entitlement, integrations to KM, etc.), and it is increasingly difficult to pick a ‘best fit’ vendor when products are so similar. Even the UIs are becoming indistinguishable.

]]> Comment on Gartner and AMR: Shrinking Demand for IT Advisory Services by Erin Kinikin http://jragsdale.wordpress.com/2009/12/07/gartner-and-amr-shrinking-demand-for-it-advisory-services/#comment-7609 Erin Kinikin Tue, 08 Dec 2009 05:12:36 +0000 http://jragsdale.wordpress.com/?p=547#comment-7609 Nicely done and well argued! It also doesn't help that (despite all the talk about new architectures) we haven't had a lot of visible innovation in the last 5 years. People are most willing to pay for advice when the difference between solutions is significant and the cost of picking the wrong solution is high (most likely because your competitor is doing it or has already done it). Risk averse, cost-centric companies and a choice between minnows or elephants means stay with what you know -- with the help of a brand-name analyst willing to validate the obvious (CYA). (IMO) Nicely done and well argued! It also doesn’t help that (despite all the talk about new architectures) we haven’t had a lot of visible innovation in the last 5 years. People are most willing to pay for advice when the difference between solutions is significant and the cost of picking the wrong solution is high (most likely because your competitor is doing it or has already done it). Risk averse, cost-centric companies and a choice between minnows or elephants means stay with what you know — with the help of a brand-name analyst willing to validate the obvious (CYA). (IMO)

]]> Comment on Everybody asks: How to calculate self-service success? by Anne Wood http://jragsdale.wordpress.com/2009/09/22/everybody-asks-how-to-calculate-self-service-success/#comment-7608 Anne Wood Mon, 07 Dec 2009 21:34:26 +0000 http://jragsdale.wordpress.com/?p=486#comment-7608 Anna. Please feel free to contact me on annenwood@googlemail.com Hopefully we'll be able to help each other. Anne Anna. Please feel free to contact me on annenwood@googlemail.com Hopefully we’ll be able to help each other. Anne

]]> Comment on Everybody asks: How to calculate self-service success? by David Kay http://jragsdale.wordpress.com/2009/09/22/everybody-asks-how-to-calculate-self-service-success/#comment-7607 David Kay Mon, 07 Dec 2009 18:19:00 +0000 http://jragsdale.wordpress.com/?p=486#comment-7607 Amen to that, Anna. I like to say that our current self-help success rates are like if WalMart, instead of hiring friendly octogenerian "greeters" at its front doors, hired bouncers that threw half of the shoppers out of the store! There's lots we can do better: - content captured in the customer context - task-based design - optimized experiences for high-frequency, high-value scenarios - integrated communities (and I love Live Community!) Best, David Amen to that, Anna. I like to say that our current self-help success rates are like if WalMart, instead of hiring friendly octogenerian “greeters” at its front doors, hired bouncers that threw half of the shoppers out of the store!

There’s lots we can do better:
- content captured in the customer context
- task-based design
- optimized experiences for high-frequency, high-value scenarios
- integrated communities (and I love Live Community!)

Best,
David

]]> Comment on Everybody asks: How to calculate self-service success? by Anna McCormick http://jragsdale.wordpress.com/2009/09/22/everybody-asks-how-to-calculate-self-service-success/#comment-7606 Anna McCormick Mon, 07 Dec 2009 18:17:20 +0000 http://jragsdale.wordpress.com/?p=486#comment-7606 Btw, I would love to connect with you about the research you are doing to figure out what SSPA should focus on for metrics around self service. Please get in touch with me. I'm happy to share what Intuit's doing and participate in whatever way possible to help shape this work. Btw, I would love to connect with you about the research you are doing to figure out what SSPA should focus on for metrics around self service. Please get in touch with me. I’m happy to share what Intuit’s doing and participate in whatever way possible to help shape this work.

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